Alhashem, AM, Alquraini, H, and Chowdhury,
RI 2011, ‘Factors influencing patient
satisfaction in primary healthcare
clinics in Kuwait’, International Journal
of Health Care Quality Assurance,
Vol. 24 No. 3, pp. 249-262.
Anonym, Sistem pembiayaan dan peningkatan
mutu pelayanan kesehatan di era
otonomi, Ilmu Kesehatan Masyarakat-
FK UGM, www.pamjaki.org.
Anonym, 2004, Surabaya in Focus 2004,
Dinas Kesehatan Kota Surabaya, Surabaya.
Boekitwetan, P 1997, ‘Pemahaman rekam
medik rumah sakit’, Majalah Ilmiah FK
Universitas Trisakti, Volume 16, No. 1,
-1685.
Casalo, LV, Flavian, C, and Guinal?u, M 2008,
‘The role of satisfaction and website usability
in developing customer loyalty
and positive word-of-mouth in the ebanking
services’, The International
Journal of Bank Marketing, Vol. 26 No.
, pp. 399-417.
Cen, CK, Yu, CH, Yang, SJ, and Chang, HC
, ‘A customer-oriented serviceenhancement
system for the public sector’,
Managing Service Quality, Vol. 14
No. 5, pp. 414-25.
Cooper, D 2004, ‘Organizational change: from
public to private sector – a UK based reflective
case study’, Journal of American
Academy of Business, Vol. 5 No.
/2, pp. 474-80.
Dimitriadis, S, and Stevens, E 2008, ‘Integrated
customer relationship management for
service activities: An internal/external
gap model’, Managing Service Quality,
Vol. 18 No. 5, pp. 496-511.
Edvardsson, B, Johnson, MD, Gustafsson, A,
and Strandvik, T 2000, ‘The effects of
satisfaction and loyalty on profits and
growth: products versus services’, Total
Quality Management, Vol. 11, pp. 917-
Flavian, C, Guinal?u, M, and Gurrea, R 2006,
‘The role played by perceived usability,
satisfaction and consumer trust on website
loyalty’, Information & Management,
The International Journal of Information
Systems Applications, Vol. 43
No. 1, pp. 1-14.
Gilbert, GR, and Veloutsou, C 2006, ‘A crossindustry
comparison of customer satisfaction’,
The Journal of Services Marketing,
Vol. 20, No. 5, pp. 298-308.
Gounaris, SP 2008, ‘Antecedents of internal
marketing practice: some preliminary
empirical evidence’, International Journal
of Service Industry Management,
Vol. 19 No. 3, pp. 400-34.
Gujarati, N, Damodar, 2003, Basic Econometrics’,
fourth edition. McGraw-Hill,
New York.
Imam Ghozali, 2005, Aplikasi Analisis Multivariate
dengan program SPSS, Badan
Penerbit Universitas Diponegoro, Semarang.
Jain, SK, and Gupta, G 2004, ‘Measuring service quality: SERVQUAL vs.
SERVPERF scales’, VIKALPA, Vol. 29,
No. 2, pp. 25-37.
Keating, B, Rugimbana, R, and Quazi, A
, ‘Differentiating between service
quality and relationship quality in cyberspace’,
Managing Service Quality, Vol.
No. 3, pp. 217-32.
Ladhari, R 2009, ‘A review of twenty years of
SERVQUAL research’, International
Journal of Quality and Service Sciences,
Vol. 1, No. 2, pp. 172-198.
Levy-Garboua, L, Montmarquette, C, and Simonnet,
V 2007, ‘Job satisfaction and
quits’, Labour Economics, Vol. 14, pp.
-68.
Liang, X, and Zhang, S 2009, ‘Investigation of
customer satisfaction in student food
service: An example of student cafeteria
in NHH’, International Journal of Quality
and Service Sciences, Vol. 1, No. 1,
pp. 113-124.
Lim, PC, and Tang, NKH 2000, ‘A study of
patients’ expectations and satisfaction in
Singapore hospitals’, International
Journal of Health Care Quality Assurance,
Vol. 13, No. 7, pp. 290-9.
Lings, IN, and Greenley, GE 2010, ‘Internal
market orientation and market-oriented
behaviours’, Journal of Service Management,
Vol. 21, No. 3, pp. 321-343.
Moghadam, MN, and Amiresmaili, M 2011,
‘Hospital services quality assessmenthospitals
of Kerman University of medical
sciences, as a tangible example of a
developing country’, International
Journal of Health Care Quality Assurance,
Vol. 24, No. 1, 2011, pp. 57-66.
Parasuraman, A, Zeithaml, VA, and Berry, LL
, ‘SERVQUAL: a multiple item
scale for measuring consumer perceptions
of service quality’, Journal of Retailing,
Vol. 64, No. 1, pp. 2-40.
Parasuraman, A, Zeithaml, VA. and Berry, LL
, ‘Refinement and reassessment of
the SERVQUAL scale’, Journal of Retailing,
Vol. 67, No. 4, pp. 420-50.
Peraturan Provinsi Jawa Timur Nomor 11 Tahun
tentang Pelayanan Publik di
Provinsi Jawa Timur.
Pohan, IS 2006, Jaminan mutu layanan kesehatan:
dasar-dasar pengertian dan penerapan,
Penerbit Buku Kedokteran-
EGC, Jakarta.
Rachmat, B 2007, ‘Customer satisfaction:
menyongsong era pelayanan publik’,
Media Ekonomi, FE UPB, Surabaya.
Sivadas, E, and Baker-Prewitt, JL 2000, ‘An
examination of the relationship between
service quality, customer satisfaction,
and store loyalty’, International Journal
of Retail & Distribution Management,
Vol. 28, No. 2, pp. 73-82.
Suki, NM, Lian, JCC, and Suki, NM, 2011,
‘Do patients’ perceptions exceed their
expectations in private healthcare settings?’,
International Journal of Health
Care Quality Assurance, Vol. 24, No. 1,
pp. 42-56.
Tariq, AN, and Moussaoui, N 2009, ‘The
main antecedent of customer loyalty in
Moroccan banking sector’, International
Journal of Business and Management
Science, 2(2): 101-115.
Togia, A, Koustelios, A. and Tsigilis, N 2004,
‘Job satisfaction among Greek academic
librarians’, Library & Information Science
Research, Vol. 26, pp. 373-83.
Turkyilmaz, A, Akman, G, Ozkan, C, and Pastuszak,
Z 2011, ‘Empirical study of public
sector employee loyalty and satisfaction’,
Industrial Management & Data
Systems, Vol. 111, No. 5, pp. 675-696.
Vinagre, MH, and Neves, J, 2007, ‘The influence
of service quality and patients’
emotions on satisfaction’, International
Journal of Health Care Quality Assurance,
Vol. 21, No. 1, pp. 87-103.
Zeithaml, VA, and Bitner, MJ 2000, Services
marketing: integrated customer focus
across the firm, 2nd ed., McGraw-Hill,
New York, NY.
Zeithaml, VA, Bitner, MJ, and Gremler, DD
, Services marketing: integrating
customer focus across the firm, 5th ed.,
McGraw-Hill, New York, NY.